Logged BCC emails have empty bodies in HubSpot

PHF · ‎Jan 9, 2022

Hi,

I'm experiencing an issue wigh logged to HubSpot emails using the BCC address. For some reason content of the email is blank in HubSpot contact, although it looks just fine on receipient's end and in Gmail sent folder.

Here are the examples of the troublesome eml:
1) Email body is not visible in HubSpot contact:

Received: from 576368256655 named unknown by gmailapi.google.com with HTTPREST; Fri, 7 Jan 2022 07:49:32 -0800
Message-Id: <CAGbmdAtN-zpJXZjaiy3Ef0PdwSK3hDqWpmGv04nGZMb1U2vXuA@mail.gmail.com>
MIME-Version: 1.0
Date: Fri, 7 Jan 2022 07:49:32 -0800
Subject: HS should log to BCC
From: Brad O'Mara <xx>
To: xxx
Bcc: 1234567@bcc.hubspot.com
Content-Type: multipart/alternative; boundary="msg-61d8610c5659b8.44005101"

--msg-61d8610c5659b8.44005101
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit

Hi John,

This is an email content that suppose to be logged to HubSpot from
BCC.

Thanks,
Brad


--msg-61d8610c5659b8.44005101
Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: 8bit

<!DOCTYPE html>
<html>
<head>
<meta charset="UTF-8">
<title></title>
</head>
<body>
<p>Hi John,</p>
<p>This is an email content that suppose to be logged to HubSpot from BCC.</p>
<p>Thanks,<br>Brad</p>

<div class="tracking"><img src="https://s1641570250021.trakkydrip.com/track/open/1006281970" border="0" width="0" height="0" style="border:0;width:0px;height:0px;" alt=""></div>

</body>
</html>


--msg-61d8610c5659b8.44005101--

2) Email body is not visible in HubSpot contact, only signature is visible:

Received: from 576368256655 named unknown by gmailapi.google.com with HTTPREST; Fri, 7 Jan 2022 07:44:49 -0800
Message-Id: <CAGbmdAtJTO+XuK_JuEEhXL3z7KMucVUPL0ecsqrsOh__KOGv8Q@mail.gmail.com>
MIME-Version: 1.0
Date: Fri, 7 Jan 2022 07:44:49 -0800
Subject: HS should log to BCC
From: Brad O'Mara <xx>
To: xx
Bcc: 1234567@bcc.hubspot.com
Content-Type: multipart/alternative; boundary="msg-61d85ff15e9839.49867856"

--msg-61d85ff15e9839.49867856
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit

Hi John,

This is an email content that suppose to be logged to HubSpot from
BCC.

Thanks,
Brad


--msg-61d85ff15e9839.49867856
Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: 8bit

<!DOCTYPE html>
<html>
<head>
<meta charset="UTF-8">
<title></title>
</head>
<body>
<p>Hi John,</p>
<p>This is an email content that suppose to be logged to HubSpot from BCC.</p>

<div class="signature"><p>Thanks,<br>Brad</p></div>
<div class="tracking"><img src="https://s1641570250021.trakkydrip.com/track/open/1006275898" border="0" width="0" height="0" style="border:0;width:0px;height:0px;" alt=""></div>

</body>
</html>


--msg-61d85ff15e9839.49867856--

Notes:

- The user sending the email has sales access.

- The user sending the email is user in my account.

- The email address of the recipient is not listed in Never Log list.

Any suggestions?

TiphaineCuisset · ‎Jan 11, 2022

Hi @PHF

Thank you for reaching out!

This does look strange, thank you for the information.

Could you give me the ID of the contact in question? (This is the number at the very end of the URL when you are on the contact record)

I understand you're not using the Chrome extension but the BCC address only, correct?

Is this happening with all contacts or only some of them? Is this also happening with some of your colleagues or only with your email address as the sender?

Thank you!

Best

Tiphaine

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PHF · ‎Jan 11, 2022

Hi Tiphaine,

Contact ID: 1171601, 803301

I use BCC address only. It's happening when I'm trying to send a message via snovio integration. I contacted their tech support multiple times but they couldn't reproduce the issue with a free HubSpot account.

I hope you can shed some light on what's wrong with my HubSpot settings / email format so it's not parsed as it supposed to.

Same issue happens with all my collegues who tried to send messages in such way.

TiphaineCuisset · ‎Jan 12, 2022

Hi @PHF

Thank you for your reply.

Okay, can you tell me if this works when you're not sending the message via the snovio integration but directly from your inbox?

I'll see with the team if we can see something more

Thank you,

Best

Tiphaine

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PHF · ‎Jan 12, 2022

When I send it directly from Gmail it works as expected. I don't get what's the difference with snovio. Gmail shows messages sent by snovio with or without signature just fine. The eml looks structurely correct.

TiphaineCuisset · ‎Jan 12, 2022

Hi @PHF

Could you also give me the emails headers from one of the contacts examples you gave me? We tried to find the contact from your original example in your first post (John) but we couldn't find it.

Thank you!

Best

Tiphaine

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PHF · ‎Jan 12, 2022

Hi Tiphaine,

I changed the original names/email addresses, the contact IDs I shared are correct. I'll PM you original eml with more details.

Thanks!

TiphaineCuisset · ‎Jan 12, 2022

Hi @PHF

Thank you for all the additional info, also received your DMs - I've reached out to the team and I will let you know when I have an update

Thank you!

Tiphaine

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TiphaineCuisset · ‎Jan 13, 2022

Hi @PHF

The team is asking if you could clarifywhat exactly the snovio integration does for you/how it's used? How exactly you're using snovio to send emails with the HubSpot BCC address?

If you could send us a video (loom.com is super easy to use for example) on the process/how it looks like it'll help the team as well.

Thank you!

Best

Tiphaine

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PHF · ‎Jan 13, 2022

Hi @TiphaineCuisset ,

I uploaded a video showcasing the issue and sent in DM.

Steps to reproduce:

1. Login to snovio, go to the account settings and add BCC and signature.

2. Create a sample list of contacts.

3. Create a drip campaign using list of contacts from step 2, start it.

4. Check HubSpot, email body rendered empty.

TiphaineCuisset · ‎Jan 13, 2022

Thank you @PHF ! I have forwarded the information to the team and I will let you know!

Best

Tiphaine

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JKozik · ‎Mar 5, 2022

Hello, has there been any progress on the issue, because I have encoutered exactly the same problem ?

Thanks, Jacob

PHF · ‎Mar 7, 2022

I've been trying to marry HubSpot with SnovIO to solve this issue but they both are reluctant to do fixes on their end.

I've done multiple tests and provided bunch of samples. The reason it happens is tracking image. If it's enabled in SnovIO campaign Hubspot parser breaks and shows empty body but they are denying the issue on their end. I tried to use BCC to my personal and bussiness addresses, email structure looks just fine. Also provided them samples but without will to do a fix from either of them nothing can be done about this.

I'm very disappointed with the way this issue was handled. I've spend bunch of time on this to find what exactly the cause is and who can fix it.

JKozik · ‎Mar 7, 2022

What exactly do you mean "tracking image", do you mean that the cause of this is when you use a custom tracking domain, use link tracking or enable open tracking in snovio ?

PHF · ‎Mar 7, 2022

When you create a campaign in snovio you have 3 sending options on stage 3:

1) Enable link tracking

2) Enable open tracking

3) Stop for these who reply

If "Enable open tracking" is checked then hubspot parser can't properly read the message.

If email that they send contains an image that tracks if email was open or not HubSpot breaks.

Here's an exanple of the tracking picture that breaks Hubspot:

The tracking links though work as expected and Hubspot manages to show original and tracking links at the same time.

I haven't tried using custom tracking domain but I expect it'll be the same.

TiphaineCuisset · ‎Mar 7, 2022

Hi @JKozik

Thank you for reaching out.

Are you as well using Snovio integration to send the emails?

After investigating the case, the team was not able to determine why these engagements are having their bodies stripped, it doesn't seem to be due to any HubSpot error. As it stands now we are not able to understand why this is happening since this is due to an external issue as it happens when using the Snovio integration. We recommend using the BCC address directly from Gmail as it's working well, or using the Chrome extension.

Thank you

Best

Tiphaine

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PHF · ‎Jan 10, 2022

Adding screenshot how it looks like in HubSpot contact for (1) and (2) respectively:

CRM